SERVICE DELIVERY

MAV Planning Improvement ConferenceMelbourne Water 17/10/14

Our Vision

Enhancing Life and Liveability

Port Phillip and Westernport Region

What are we hearing?

we are . . we need to be

Our new Business Model

Improved BusinessEfficiency

ImprovedCustomer

Experience

Improving customer interactions

Delivering operational excellence for all

services

Optimising the value created through

services

Liveability

Environmental Stewardship

Asset Value Maximisation

Integrated Water Management

Aligning our operating model

PeopleHigh performing and

aligned

ProcessEfficient and effective

StructureCustomer focussed

SystemsEnabling

There are many activities underway to align our operating model with our business model

Alignment• Key strategies• Performance metrics

High Performing• Activity reviews• Capability review

Efficient• Business Efficiency

Projects• Expenditure process

reviewEffective• Business Enablement

Program (process model and systems alignment) • Commercial model &

Benefits realisation

Enabling• Develop business

driven systems architecture• System capability

review

Customer Focussed• Initial restructure

completed

What we used to do…

What we want to do…

Meeting obligations

Obligation

RiskCustomer

Customer

Shareholder

Commitments

Risk

Customer Expectations

Emerging approach - Changing the focus

Shareholder

Asset Value Maximisation

Environmental Stewardship

Liveability

Integrated Water Management

Valued New

Services

Optimised Core

ServicesCustomer

valued services

Our service promise

A new Floodplain Strategy for Port Phillip and Westernport

?Defining the

future together?

Consultation in September

Customer Mapping

Changing our Customer Service Level

As is Processes

Customer Service Model

‘To-be’ Processes

Development SystemProject Overview

In response to feedback from Councils and other customers, we are undertaking the following;

• A review of our systems to improve our ability to manage and respond to statutory referrals, development enquiries and works applications.

• To enhance/replace our internal databases so as to improve our ability to administer the planning, construction and funding of drainage assets and water quality works.

• To improve the online service offering for customers, offering more timely responses, simplified interactions and transparency of services.

Challenges with our transformation

• Being clear on why

• Understand our true cost of servicing

• Balance between maintaining service while transforming

• Must be across, people, process and systems

• Helping people to maintain ownership of change

• Maintain our focus and momentum

key insight

No matter how Melbourne Water approaches its operational changes,

the principle measure of suitability should be

“how aligned is it to deliver customer value”

What will be different…

We hope that the changes that you will see over time are:

• Services that are tailored to meet your business drivers

• Dedicated Melbourne Water resources responsible for ensuring that we deliver

• New services